Helping clients and friends

Frequently asked questions

1. What type of place is a refuge?

A refuge offers a safe, secure and supportive environment for women fleeing domestic violence and their children. The atmosphere is warm and friendly.

Accommodation consists of self contained flatlets to which a woman has her own key. There is also a communal lounge and laundry room. In addition, the women's children have access to a crêche/ after school club in the children's activity room throughout the time they are with us.

2. What support and help does the Refuge offer women?

Refuge staff are trained to provide practical advice about housing, benefits, legal questions, health and education. Each woman has her own key worker who works with her throughout her stay, and tries to help her rebuild her life. We also offer some additional general support services.

3. What happens when a woman first arrives?

A member of the welfare team will show a new woman round the Refuge and help them settle in. After this their key-workers help them to decide what they want to do.

4. If a woman talks openly will what she says be treated as confidential?

Anything a woman divulges at the Refuge will be treated as strictly confidential unless we feel it raises a question of child protection. In that case we are legally obliged to put the child first, though we would always discuss with the mother any action we thought we should take prior to doing anything.

5. How safe will a woman be in the Refuge?

We operate CCTV and are staffed twenty four hours a day, seven days a week, all year round. Ultimately the women need to help us if we are to ensure their safety but we do all we can to assist them, including helping them secure an injunction against their abuser, if necessary.

6. What should women bring with them to the Refuge?

Women should not worry if they don't have all the things listed below to hand. They should just bring what they can.

• Some identification and N.I number. (important)
• Child benefit book (important)
• Their own and their children's birth certificates.
• Money, cheque book and cards.
• Driving licence, car registration documents.
• Any current medication.
• Welfare benefits books or evidence.
• Passport, visas, work permits.
• Mortgage or rent details.
• Any unpaid bills in their name.
• Basic clothing
• Some of their children's favourite toys.

They should also feel free to phone the refuge before they come to discuss what they should bring with them.

They need to understand, however, that we cannot take pets or provide storage for furniture.

7. What help can you offer a woman who needs money?

One of our Welfare workers will help a woman claim any benefits to which she is entitled, including housing benefit to cover her rent while she is at the Refuge.

8. How will a woman get to the Refuge?

• If she has her own transport we will give her directions.
• A friend might be able to bring her.
• Trains and buses run locally
• If she has a social worker they may be able to arrange transportation.
• Someone from the Refuge may be able to collect her.
• A travel warrant may sometimes be obtainable from social services or the local council.

9. What help is there if a woman arrives at the Refuge without food for her children?

When she arrives we will, if necessary, provide her with food for the first two days. By that time we should have helped her sort out her basic money needs, but if there has been a delay we will provide additional emergency supplies.

10. What will happen to my children?

All school age children in the Refuge must, by law, go to school and we help women find a local school. This also helps the children make friends.

From Monday to Friday the Refuge also runs an after school club for school age children and a 2 hour morning crêche / play session for pre-school children.

Our special children's staff helps mothers deal with any worries they have about their children.

A health visitor calls at the Refuge regularly and mothers can arrange to see them about pre-school checks or to get general advice.

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